Information Security

3 ways to bolster remote security by tracking agent activities in real time

By João Safara

0 min read

Remote Security Tracking Call Center Agent Activities Real Time

Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly.

One of the primary concerns in a WFH environment is information security. 75% of IT leaders say employees have put data at risk in the last year. Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces. Another 27% of workers admit to opening emails and attachments from unfamiliar senders.

These numbers should not be taken lightly. One simple security breach is enough to jeopardize customer relationships and create a negative impact that ripples across the entire organization. Here are some tips and solutions to track agent activity while reinforcing information security in a remote-work setting.

1. Rely on the power of dashboards

Security dashboards are ideal to keep an entire team informed with real-time data. Select the most important KPIs and monitor them remotely.

Solutions such as Talkdesk Guardian™, a first-of-its-kind security suite for enterprise cloud contact centers, proactively monitors the threat landscape  to protect against insider threats, fraud, identity theft and privacy issues.

Happy Remote Agent

Security Checklist

This security checklist aims to help leaders in IT evaluate their current state of security and consider where to make strategic improvements to continue meeting the high security standards required for a contact center’s workforce and throughout a security-focused organization.

2. Do not neglect the potential of AI

Security tools and dashboards infused with artificial intelligence (AI) identify trends, spot out-of-pattern activity and detect both performance pitfalls and possible security threats. Look for comprehensive reporting capabilities to examine each incident and act fast on any suspicious activity.

3. Create a strong interpersonal foundation

AI-powered tools and state-of-the-art processes are wasted without proper agent training and communication on potential threats and mitigation strategies.

Utilize training techniques that engage agents and clearly explain their critical role in data security. New strategies to develop staff while fostering interpersonal bonds include gamification tools and mentoring programs.

A remote workforce presents new challenges in protecting organizational and customer data. New challenges require new strategies to ensure information security. An approach that includes a mix of training, remote management tools and automated, proactive processes will greatly improve threat identification, response time and build an ironclad data security model.

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João Safara

João Safara has extensive experience in content production and management, and enjoys balancing that with people-driven initiatives such as supporting diversity and employer branding. In his free time, you can find João surfing through crime novels, relaxing at the nearest beach or imagining ways to create a more equal and positive society.